Identixweb is looking for an experienced Support Team Lead to manage its software support team, handle customer issues and ensure timely resolution of technical queries.
Job Details:
Company Name: Identixweb
Job Position: Support Team Lead
Job Location: Not specified
Work Mode: Work From Home
Employment Type: Not specified
Experience: 5+ Years in Software Support, including 1–2 Years in a Team Lead Role
Salary: Not disclosed
Key Responsibilities
- Lead and monitor the software support team.
- Handle customer queries through calls, emails, live chat and remote sessions.
- Manage critical issues and customer escalations.
- Monitor support tickets, SLAs and resolution times.
- Coordinate with Development, QA and Product teams.
- Train team members and guide clients.
- Monitor team performance and customer satisfaction.
- Identify recurring issues and improve support processes.
- Maintain support records and prepare reports.
Eligibility Criteria
- 5+ years of software support experience.
- 1–2 years of team leadership experience.
- Strong English communication skills.
- Knowledge of web applications and e-commerce platforms.
- Good troubleshooting and problem-solving abilities.
- Experience with ticketing systems and SLA management.
- Ability to handle customer escalations.
- Willingness to work in rotational/US shifts.
Required Skills
- Customer and Technical Support
- Team Leadership and Management
- Escalation Management
- Troubleshooting and Problem Solving
- Ticket Management
- Client Handling
- Customer Satisfaction
- SLA Management
Additional Skills: Basic knowledge of HTML, CSS and JavaScript is beneficial.
How to Apply
Interested and eligible candidates can apply online through the official Identixweb careers portal.
Apply Online:
https://identixweb.keka.com/careers/jobdetails/84421